What we collect
- The name you give us and, if you provide it, your email address.
- Details you choose to share about your printer and device, such as brand, model, operating system and error messages.
- The content of your chat and contact-form messages, with the time they were sent.
- Technical information needed to run and protect the service, such as your IP address for abuse prevention.
We only ask for what we need to help with your printer. Please don't share passwords, Wi-Fi passwords, payment card numbers or Social Security numbers in chat. We will never ask for them.
Cookies
We use a strictly necessary cookie that lets your browser return to your own support conversations. Staff accounts use a sign-in cookie. We do not use advertising or tracking cookies on this site.
How we use information
- To answer your questions and troubleshoot your printer problem.
- To keep a record of your support case so we can follow up and help you again later.
- To review support quality and train our team. Authorized support staff, including supervisors, may view conversations while they are in progress.
- To prevent abuse and keep the service secure.
We do not sell your personal information.
Automated assistant
Chats begin with an automated assistant that suggests troubleshooting steps. When enabled, your messages are processed by our AI service provider to generate replies, under their terms for business customers. You can ask for a human agent at any time.
Who can see your information
Your conversations are visible to our authorized support staff. We share information with service providers that help us run the service (such as hosting, email delivery and the automated assistant), and when required by law.
How long we keep it
We keep support records for as long as needed to provide support and meet our legal obligations, then delete or anonymize them.
Your choices
You can ask us for a copy of your support records, or ask us to correct or delete them, by contacting us through the Contact page. Depending on where you live (for example California), you may have additional rights under state law.
Children
This service is intended for adults. We don't knowingly collect information from children under 13.
Contact
PrinterCare Support. Use the Contact page to reach us.